Hi bb2, Many sites like these use embedded videos/video players from other sources (like OpenLoad). You most likely will not be able to get the file name or direct link to the video because of that. If a mirror link is provided by the site then you should use that. -Amanda
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Hi Larryipc,
I can definitely assist with this. This particular problem will require a modem replacement. I'll have one sent out to you at no cost. After swapping it out, you'll need to package and return the old modem, then send it back to us using the pre-paid label enclosed on the packaging.
Thanks,
Amanda
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We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.
Thank you,
Amanda
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Hi kn,
I did reach out to the field service team here but since you have a business account, it had to be escalated to another department. I haven't heard back but I will stay on them for an answer.
Thank you,
Amanda
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Hello,
Thank you for waiting. We did not have a snow day yesterday since the snow didn't start until late morning. It did, however, take me almost 3 hours to get home (usually ~30mins) so that was not so great.
Regarding the sales call, I did listen to it and have a summary below:
The beginning of the call is where we will always do our best to determine what package will work for you. When the caller was asked if they are heavy or average users, they seemed unsure, so clarified the devices in the home.
"Our TV goes through Dish Network and we have 2 computers, 2 phones and I think that's it.. oh well, and the PlayStation." There is no mention of or discussion about cameras, nor the use of Hoppers.
The 20GB plan is recommended by the sales agent. The plan is presented as "twenty gigabytes", not "gee bee" to distinguish the fact that it is data and not any other terminology.
Towards the end of the call, before completing the order, the agent provides information about what to expect during the installation, that usage is subject to our fair access policy, speeds and uninterrupted use are not guaranteed and that more information can be found at legal.hughesnet.com.
Because of these results, we will not be able to waive the termination fee.
Thank you.
Amanda
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Hi Damselfly72,
The Amazon bit rate 'problem' would basically apply to anyone who isn't using a FireTV/stick device. So through a Smart TV app, website, etc then there is no way to change the resolutions or bit rate to reduce usage. VDS being on while watching an Amazon video can potentially result in buffering, but would not reduce the data usage since Amazon is delivering at their format/rate no matter what. :(
-Amanda
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@bluegirl - I'd like to help you too. It is easier to work with you one on one in your own thread. If you can create a thread for yourself explaining your concerns or where you need assistance, I'll give you a hand.
Thanks,
Amanda
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Hello,
Welcome to our community and thank you for reaching out to us here. I'm happy to help and get this case moving for you. I've already located your account and have begun the investigation process, including reviewing the sales call.
Thank you,
Amanda
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Get out your party hats. The devs replicated the issue, found the source of the cause (corruption from power loss occurring at the same time as meter and modem talk to each other) and are just confirming a couple of things before they get to work on a patch.
I really want to thank everyone who has reported the issue and kept it front and center, gave us a variety of examples and situations and the workaround fix! I'd especially like to thank @GabeU for donating his time to me and our developers in an effort to get this fixed once and for all.
Amanda
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Hi shawnbos,
It's been a while since we've heard from you, so this thread will be closed. If you have further questions or concerns please feel free to create a new thread.
Thanks,
Amanda
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Hi Sbailey,
Welcome to our community and thank you for reaching out to us here. We definitely don't want to see you leave and making sure you have a proper connection is important to us. I understand that there is a signal strength concern with the dish, but I just want to make sure we cover all bases here. When you lose connection on your devices, are they still connected to the HughesNet Wi-Fi or does it completely disconnect the Wi-Fi network? If it stays connected to Wi-Fi, do your devices say something like "Connected, no internet"? Do any lights on your modem go out?
Thanks,
Amanda
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Hi truckinpc,
What an odd issue! This is the first I've heard of something like this, so I've 'phoned a friend' to get some outside advice. In the meantime it would be worth it to check and see if your TV needs a firmware update. Also, have you tried seeing what happens if you open up a video and then pause it? I'm also interested in knowing what happens if you were to unplug the TV from the internet and try to watch a video from a DVD player or other offline media. Be sure that you also 'forget' the Wi-Fi network in your network settings since it may automatically re-connect itself to the net, the same for your Dish receiver, just temporarily.
Thanks,
Amanda
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Hi Damselfly72,
I believe this is because apparently Amazon is using a higher bitrate and does not seem to allow quality/rate adjustments outside of their own proprietary Fire TV products. Basically this means that Amazon won't automatically adjust itself based on multiple factors (screen size, bandwidth, device capability) like other video providers do, resulting in you having to receive video in the format Amazon has on file. Adjusting this setting using built-in options on devices like Roku's may change what you see, but won't change what you get. Sometimes this will also cause buffering or poor visual quality. Read more here
Regarding your mobile provider... I'm not sure who you have, but many providers are now automatically turning on their own versions of "VDS" to help save mobile data and ease network congestion. This might be enabled on your service plan, so it's worth a check. VDS is enabled for all customers on Gen4 and Gen5 service plans.
I hope I was able to offer some helpful info :)
-Amanda
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Hey jc2, Just saw that the post was edited, I think I might have missed that. If the LNB has water we need to replace it right away. I'm going to create an order to dispatch a tech out to you ASAP, they will call or text you to confirm the date and time. Currently it is set for Sunday between 8-11AM, but you can change it when they call/text if needed. On a side note, your signal history doesn't point to any issues until October 28th which was this past Wednesday. Impeccable timing isn't it? Lol Thanks, Amanda
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Hi john12,
Thank you for creating a thread and running these tests. I've run diagnostics on your system and as far as signal and hardware goes, everything looks fine. A remote speed test from our network to your modem returns a download speed of 26 Mbps which is well over twice what your service plan actually calls for (10Mbps).
I realize this isn't what is reflected in some of your speed tests, so we need to do a bit more digging. Right now I can't see any devices that are connected to your HT1100 modem, so I will need you to tell me what device you use to run these tests and if you are using your own wireless router or connecting a singular computer to your modem. Outside of that, is it possible to get a couple more tests from the morning or earlier in the day? It helps to know if we should look at this as a traffic/congestion issue on the network as a whole, or something more local. I will apply some free Token data to your account for testing.
Thanks,
Amanda
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Hi jc2,
We engaged with our engineers to run further diagnostics on your system and everything seems to be fine. It may be helpful to know that network balancing operations, designed to distribute the traffic throughout the network, are ongoing. Please check your private messages for more information.
Thank you,
Amanda
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Hi Shawnbos
My apologies for the delay. There does seem to be some connection loss on the transmit side of your internet signal, but outside of that I don't see any alignment issues and the recent call history appears to have good ratings (meaning the calls are not being dropped on your side). Are your calls disconnecting to a particular number or to anyone you call, and does it happen at a specific time into the call, like a few minutes, or is it random? Are you using a wired or wireless handset for the Voice service?
Where are you seeing "cant connect to gateway" and "not registered"? I see that the android phone connected to the wi-fi is receiving a low signal, so do you lose connection to wi-fi in a certain part of your home or does the same thing happen when you are close to the HughesNet modem?
Thank you,
Amanda
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Hi Linda, it sounds like the HT1100 may not have been your initial problem, but rather something with the dish or pointing and was misdiagnosed. If that is the case, then an upgrade wouldn't solve the problem. I can certainly get someone out there free of charge to get this fixed up for you ASAP. I'll set up a work order and a technician will reach out to you to confirm an appointment date.
Thanks,
Amanda
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Hi Shawnbos,
Welcome to our community and thank you for reaching out to us. I've located your account and will run a diagnostic triage to see if I can find any immediate issues. I appreciate your patience.
Thank you,
Amanda
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Hi Linda,
From the installation snapshots I have for your account, it appears that the coaxial cable you need to connect to the modem has a yellow stripe at the connector. Is that one of the two that you tried?
-Amanda
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Good morning bb2,
The information provided by GabeU is correct. To add to that, the 2.4GHz (hug2) has a longer signal range than the 5GHz (hug5) but the 5GHz offers better performance. Older devices cannot connect to the 5GHz, or even detect it, if they do not support it.
What you describe has me a little confused - are you trying to connect using an ethernet cable or wirelessly? If using an ethernet, you would not need to select any networks on your computer as it should be picked up automatically. If the computer has previously been able to connect to 'hug5', I'd recommend moving it closer to the HughesNet Wi-Fi Modem and trying again. Otherwise, it would be helpful to know the computer model so we can check if it is 5GHz compatible.
Thanks,
Amanda
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Hi Msjoell,
I'd be happy to assist you with this issue. Since the cables appear to be fine, can you tell me if the modem shares a power outlet with any other devices or appliances?
-Amanda
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Hi Legomaniac,
Welcome to our community! We apologize for any inconvenience, I know its insurance sign-up season so it's important to get this working for you. Were you able to try Mark or GabeU's recommendations?
Thanks,
Amanda
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